The new eBook 'Troubleshooting poor VoIP Audio' draws on information gathered from contact centres of all sizes as they move from low quality VoIP services to Hostcomm.
“Many customers come to us because they aren't getting the best call quality with their existing VoIP provider,” says Chris Key, Director at Hostcomm. “And call quality is something that we take very seriously. We’ve seen the huge impact that substandard quality can have on business. When calls aren’t clear, agents face an uphill battle in communicating information – let alone meeting targets and converting sales. There are just four typical causes of call quality, that we have identified from contact centres that get in touch. Our new eBook covers them all.”
According to Hostcomm, four factors play a role in VoIP call quality. A contact centre’s choice of router, bandwidth, internet connection, and local network all play a part in the successful transmission of data. As a result, a breakdown or bottleneck at any one of these stages can result in dropped packets. Fundamentally, these cause the broken signals and stuttering audio that is typical of poor VoIP performance.
In addition, low quality VoIP can often be caused by incorrect configuration within a contact centre environment. Everything from security settings to a large number of concurrent calls can impact the clarity of calls. With Hostcomm’s guide, contact centres can self-assess their issues, look for an immediate resolution, or make an informed decision about moving to a new service provider.
“Changing your VoIP service provider can sometimes feel like a big decision,” adds Key. “So we want to make sure that every contact centre has a guide to improving performance in-house, or understanding the cause of their issues. In some cases, even something simple like rebooting your router every so often can make things better. But there are times when beginning the process of troubleshooting makes it clear that a provider is failing to deliver the best service. Based on that, customers can make informed decisions about switching their provider."
To help contact centres understand their performance issues and the most likely causes, the ‘Troubleshooting Poor VoIP Audio’ eBook also includes a handy one-sheet checklist. This features six simple steps that customers can follow to rule-out specific issues and focus their attention in the right place.
Meanwhile, Hostcomm continues to offer extensive support for its own existing customers.
“For our customers, delivering the very best call quality is our problem, not theirs,” adds Key. “This new eBook gives them an instant guide to the most common issues, so they can better understand what is going on. But above all else, we're ready to support them with the advantage of our ten years' experience in VoIP."
To find out more about Hostcomm and download the new 'Troubleshooting poor VoIP Audio eBook', visit www.hostcomm.co.uk
